Support and Technical Specialist, May 2024 - Aug 2024
My Role
I handled technical writing for instructional and training materials and promptly addressed Guest Support Tickets, collaborating with Tour Operators for quick resolutions. Ensuring customer satisfaction and maintaining positive client relationships were top priorities. I provided feedback on support modules needing updates and enhanced the online knowledge base for better client support. Additionally, I offered timely technical support and troubleshooting, created resources to resolve customer issues, and optimized PicThrive. I also delivered customer feedback and product improvement insights to management, maintained CRM software, and stayed informed about product developments. Completing Customer Success Follow-Ups via email, including reporting, providing resources, scheduling meetings, and callbacks, I worked with my team to deliver solutions for our global partners' most urgent issues.
Goals I created
Problem Solving
Another goal I aim to achieve during this work term is to respond to guest tickets promptly and efficiently, providing accurate solutions without the need for supervision. Throughout my work term, I will be handling numerous tickets to assist users with their issues. My objective is to resolve these issues swiftly, utilizing my problem-solving skills to deliver effective solutions independently.
Written Communication
Communication is a vital skill to master as it is important for various roles. For this reason, I aim to excel in writing efficiently and effectively to help communicate my ideas and information to others. During this work term, I will be responsible for writing various emails, and other documents, therefore enhancing my written communication skills is a goal I would like to master.
Teamwork
Working in the computer science field involves collaborating with a diverse group of individuals. During my work term, I will be working with different people to achieve the company's objectives. Therefore, one of my primary goals for this term is to become an effective team member.
Skills I want to master
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Technical Writing
Enhancing my ability to create clear, concise, and effective instructional and training materials.
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Customer Relationship Management
Improving my skills in maintaining positive client relationships, addressing support tickets promptly, and providing insightful feedback for product improvement.
Technical Support and Troubleshooting
Strengthening my proficiency in providing timely technical support, troubleshooting issues, and designing resources that resolve customer pain points.
Accomplishments
Communication Skills
I created clear documents that helped customers and guests resolve common issues on their own.
Teamwork
I collaborated with various teams, like product and sales, to address and resolve issues together.
Confidence in my abilities
Handling numerous guest tickets and receiving positive feedback from both customers and my supervisor boosted my confidence in my abilities.
Reflection
During my co-op term, I made it a priority to grow both technically and personally. I mastered essential tools like Close and Freshworks, which boosted my efficiency as a Support and Technical Specialist. By handling guest tickets, I not only improved my problem-solving skills but also learned to communicate effectively with people of varying tech backgrounds. Updating customer documents refined my writing, ensuring complex information was clear and accessible. Balancing multiple projects challenged my time management, while active participation in team discussions strengthened my teamwork. These experiences not only sharpened my technical skills but also deepened my confidence in navigating and adapting to new challenges.
